San Bernardino Community College District
TECHNOLOGY & EDUCATIONAL
SUPPORT SERVICES
CATALOG
of SERVICES
2014-2015
http://tess.sbccd.org • http://stac.sbccd.org
And
TESS Technology
Educational Support Services
CATALOG OF SERVICES
Administrative Applications (AA), Distance Education (DE), District Print Services (DPS),
District Technicial Services (DTS), and Campus Technology Services (CTS) provide
technology to the San Bernardino Community College District.
This catalog of services provides a listing of each service offered by TESS. Each described
service includes a service level agreement (SLA), who provides the service, who the
intended service consumers are, and how a particular service is normally requested.
SLAs provide information regarding the time frames in which services are provided and
response times to requests. This generally means the time frames in which you can interact
with employees who provide the service or the time frames in which the employees who
provide the service work. There are generally three standard time frames:
• Standard Hours (SH): These are the normal hours of operation for the division. In
general, all services provided by a division are provided during these hours.
• Extended Hours (EH): Extended hours extend the normal work day for certain services
only. These extended hours are provided either by personnel working off-set hours or
personnel overtime. Extended hours are generally staffed for support of areas such as
evening classes.
• 24x7 (24/7): 2/47 means the service is provided every hour of every day that the
District or College campuses are open. This level of support is generally restricted to
critical infrastructure areas. During off-hours, operations personnel are overtime to
provide the service.
•Other: Any SLA defined outside of the first three is a special service level for a specific
service that has (or must be) negotiated with TESS management. These SLAs will be
described individually.
Request types refer to how requests should normally be submitted to TESS. Non-standard
request types are described in the catalog. Standard request types are coded as noted below:
CODE
Description
UA
User Application
Email
Email sent to contact person
Helpdesk
Helpdesk is contacted
EduStream Helpdesk Helpdesk is contacted
F2K
Financial 2000 Access Request Form
PRF
Project Request Form
TRF
Training Request Form
Follow us on twitter:
Staff: @TESSstaffinfo
Students: @TESSstudentinfo
Form or Contact Info
http://tess.sbccd.org/forms
(909) 384-4357 (HELP)
http://stac.sbccd.org
helpdesk@edustream.org
or (909) 384-4319
http://tess.sbccd.org/forms
http://tess.sbccd.org/forms
http://tess.sbccd.org/forms
Each TESS division is more fully described below.
Distance Education (DE)
Distance education provides services to assist in delivery of on-line course work and class
management. Distance education provides system support for instructional assistance for
faculty, as well as provides workshops and training for faculty and staff through coordination
with each college’s Professional Development departments.
(SH) (EH) 24/7 Standard hours of operation are 8:00am to 5:00pm, Monday through Friday excluding holidays.
Extended hours of operation are 7:30am to 10:00pm Monday through Friday
24 hours per day, 7 days per week excluding holidays
District Print Services (DPS)
District Print Services provides in-house printing and graphic consulting services to the
District. Print jobs may be submitted via printingservices.sbccd.org and may be as simple as
printing an electronic file or as complicated as book binding.
(SH) Standard hours of operation are 8:00am to 4:30pm, Monday through Friday excluding holidays.
Technology Services (DCS & CTS)
Technology services consist of four distinct organizations; (AA) Administrative Applications,
(DTS) District Technology Services, (CTS) Campus Technology Services for Crafton Hills
College and (CTS) Campus Technology Services for Valley College.
Administrative Applications: provides planning, implementation, development, support and
management services in support of District-wide software systems.
District Technical Services: provides district-wide technology services that includes
network infrastructure management; telecommunications; the deployment, maintenance,
support and upgrade of servers, desktop PCs (district offices only), software, operating
systems and printers.
Campus Technology Services: provides on-campus technology solutions and technology
support for academic and administrative personal computers, desk-top software, academic
software, conferencing and video delivery and deployment, maintenance, support and
upgrade of servers for their respective colleges.
(SH) (EH) 24/7 Standard hours of operation are 8:00am to 5:00pm, Monday through Friday excluding holidays.
Extended hours of operation are 7:30am to 10:00pm Monday through Friday
24 hours per day, 7 days per week excluding holidays. Services related to delivery of data from back-office databases such as Datatel (SIS) are not available during daily maintenance windows from midnight to 6:00am.
Use this catalog to determine who to contact for a specific service, and how. As a general
rule, it is considered best practice to contact the help desk providing as much information as
possible to obtain the best service.
Service
Description
SLA
Assistance Who Provides
Request Type
Service
CHC SBVC District
ACCOUNT MANAGEMENT
Active Directory
Services designed to maintain user and group network application
authentication and security
DTS
Ellucian
ImageNow
XX X
XX X
Services designed to manage access and security levels for the specified application
SH
AA
Informer
XX X
XX X
Helpdesk
LeavTrak
X
Raiser’s Edge / Blackbaud
CTS
X
Helpdesk
DTS
XX
SARS
AA
XX
WebAdvisor
AA
XX X
Creation and maintenence of login accounts for students. Including generic and
specific resource access. Examples include: Logins for labs where all students use
the same username and password; Access to virtual applications and desktops for
program specific software.
SH
Helpdesk
CTS
XX
Application Advisory
Services
Services designed to help faculty and staff satisfy business application needs and
may include: project management, training, process (re)definition, application (re)
configuration, application systems acquisition and implementation, or system
development. Resulting service must be requested as defined in the catalog for that
service.
SH
Helpdesk
AA
XX X
Application Development &
System Selection (ADSS)
Services designed to research solutions to campus business needs and provide
documentation to functional requirements from both management and operational
perspectives. These services are always contingent on a preliminary discussion with AA
staff (see Application Advisory Services above), submission of required request forms,
and approvals from all appropriate managers and committees. ADSS uses a managed
project approach for approved requests built around a project team consisting of AA,
College, and District staff selected as needed.
SH
PRF
DTS, AA
XX X
Instructional Student
Accounts
BUSINESS SYSTEMS
1
Service
Description
SLA
Assistance Who Provides
Request Type
Service
CHC SBVC District
Application Portfolio
Management & Support
(APMS)
Services are delivered in support of custom development of software applications and
support of application installation, maintenance, upgrades, hosting, security, backup,
recovery and technical support.
24/7
Helpdesk
AA, DTS
XX X
Campus Portal (WebAdvisor)
Web-based content-delivery portal available to students, faculty and staff. This service
provides access to information specific to the individual as well as general campusbased information.
24/7
Helpdesk
AA
XX X
Physical Security, Conditioned Power, Precision Environment, Data Center Firewall,
Server Backup and Recovery, Patch Management, Server Configuration Services,
Server Monitoring
24/7
Helpdesk
DTS, CTS
XX X
Installation, configuration, and maintenance; i.e. printers, scanners, copiers, desktop
computers, laptop computers, peripheral devices, patch management, and software
SH
Helpdesk
DTS
CTS
XX X
24/7
Helpdesk
DTS, AA
XX
SH
Helpdesk
AA
XX
DATA CENTER & SERVERS
Server Hosting
DESKTOP SUPPORT
Standard Desktop
Support
EMAIL, CALENDAR & COLLABORATION
Gmail – Student Email
System
Support, maintenance and administration of student e-mail system
Student Appointment &
Reporting (SARS)
Support, maintenance and administration of SARS components including: Grid, Trak,
Alrt, Call
Exchange E-mail system
Support, maintenance and administration of faculty and staff e-mail system
24/7
Helpdesk
DTS, AA
XX X
Blackboard Connect
Emergency communication system
24/7
Helpdesk
DTS, AA
XX X
Assistance with business/Instructional systems such as password resets and campus
informational services for students, staff and faculty
24/7
Helpdesk
DTS, AA
XX X
HELPDESK SERVICES
Helpdesk Services
2
Service
Description
SLA
Assistance Who Provides
Request Type
Service
CHC SBVC District
INSTRUCTIONAL TECHNOLOGY
24/7
Helpdesk
DE
XX
Camtasia Relay support services for faculty and staff including creation of accounts
SH
Helpdesk
DE
XX X
Instructional Design
Consultation and faculty assistance for instructional design matters, including
accessibility, open education resources, development of courses in LMS
SH
Helpdesk
DE
XX
Classroom Support
Services to assist the instructional needs of faculty and students. Services include
provision, installation and maintenance of instructional equipment (i.e. LCD Projectors,
Document Cameras, Computers, and other technology based instructional equipment.)
EH
Helpdesk
CTS
XX
Learning Management
System
Blackboard support services include faculty and student support for system crashes,
document upload problems, login problems, training issues, being kicked out of the
system, etc.
24/7
Helpdesk
DE
XX
Instructional
Application Support
Providing scalable solutions that can serve the common needs of a grouping of several
classes rather than one-off solutions for a single class.
SH
Helpdesk
CTS
XX
Instructional Computer
Labs
Equipment provided to facilitate teaching. Available for students as scheduled for in
class demonstration and lab work
SH
Helpdesk
CTS
XX
Student Open Labs
Equipment provided to facilitate teaching. Available for students on a drop-in basis to
work on assignments, and collaborate with peers.
SH
Helpdesk
CTS
XX
Requests for installation
of lab software
Software installed into open and instructional computer labs.
SH
Helpdesk
CTS
XX
Turnitin
Turnitin support services including creation of accounts and integration within
Blackboard
Camtasia Relay
MEDIA & EVENT SUPPORT
Special Events Support
Provide presentation media support and services for all district sponsored Special
Events.
EH
Helpdesk
TBD by Site
Technology
Director
XX X
Video Conferencing
Use of video conferencing stations (Polycom or other District approved)
SH
Helpdesk
All Sites
XX X
Audio Visual
Audio Visual maintains and provides equipment and media for Lectures, Labs,
Conference rooms, and Outdoor areas for instructional, administration, and public
events
SH
Helpdesk
All Sites
XX X
3
Service
Description
SLA
Assistance Who Provides
Request Type
Service
CHC SBVC District
NETWORK & WIRELESS
Wireless Network
Provided to students, staff, guests, and mobile instructional labs
SH
Helpdesk
All Sites
XX X
Campus Wired Network
Connections to the proper network resources, i.e. open access, student restricted
access or administrative access, via wire to the wall. Network resources do include
such things are printing, internet, email, and more.
EH
Helpdesk
All Sites
XX X
District Wide Area Network
Transparent LAN Services connecting all 4 district locations
EH
Helpdesk
DTS,
Verizon
XX X
File Storage
Network file storage for individual and shared documents
SH
Helpdesk
All Sites
XX X
Print/FAX/Scan
Provided only for network shared devices
SH
Helpdesk
All Sites
XX X
Virtual Private Network
External access to internal network resources
SH
Helpdesk
DTS
XX X
Switches and Routers
Provide installation, configuration, troubleshooting & maintenance services for
network devices
24/7
Helpdesk
All Sites
XX X
SECURITY & IT POLICY
IT Security Awareness
Promoting user adoption of effective practices for threat mitigation
SH
Email from DCS
All Sites
XX X
Data Encryption
Providing standardized encryption protocols and software for Desktops and Laptops
to ensure security of data.
SH
Helpdesk
All Sites
XX X
Security Incident
Response
Providing best practices for responses to known, and potential, physical and virtual
security breaches to ensure the integrity and security of District-wide systems and data
24/7
Helpdesk
DTS
XX X
Vulnerability Assessments
Systems audits
SH
Scheduled
TBD
XX X
Regulation & Policy
Compliance
Periodic system and process audits to ensure compliance with current state and local
policies and governmental regulations.
SH
Scheduled
All Sites
XX X
Unified Threat
Management
UTM encompasses Stateful Firewall, Application Inspection, Antivirus, Intrusion
Prevention, Spyware Protection, Web Filtering/Monitoring, VPN, Traffic Shaping and
Spam Prevention.
UTM
Helpdesk
All Sites
XX X
4
Service
Assistance Who Provides
Request Type
Service
CHC SBVC District
Description
SLA
Installation, configuration and management of anti-virus and anti-spam software
solutions. Desktop and server support for identification and removal of malicious
software.
SH
Helpdesk
All Sites
XX X
District-wide Software
Licensing
New license purchases and renewals
SH
Helpdesk
TESS
X
Departmental Software
Licensing
Software installed into computer systems not generally installed and not part of a site
license
SH
Helpdesk + SW
license
CTS
XX
Telephone (Business
services)
VoIP and directory services
EH
Helpdesk
DTS
X
Telephone Emergency
Services
VoIP Campus emergecy response stations
24/7
Helpdesk
DTS
X
Unified Communications
Voicemail/Voicemail to email
SH
Helpdesk
DTS
X
Analog line communication
fax, alarm, modem
SH
Helpdesk
DTS
X
Telephone Reports
Phone usage reports for various purposes: history review, abuse, 911, general usage
questions
SH
Helpdesk
DTS
XX X
Informacast
Configuration and setup
SH
Helpdesk
DTS
XX X
Enhanced 911
Detailed 911 caller information and call-back capability.
24/7
Helpdesk
DTS
XX X
(Virus Protection, Spam
Prevention, and Spyware
Detection)
SOFTWARE
TELEPHONE
5
Service
Description
SLA
Assistance Who Provides
Request Type
Service
CHC SBVC District
WEB SERVICES
Departmental Web
Development
Set up and maintenance of CMS-based websites
SH
Helpdesk
DTS
CHC
XX X
DTS
CHC
XX X
Helpdesk
DTS
CHC
XX X
24/7
Helpdesk
DTS
XX X
Portal Administration
Support for portal login issues, software changes, administration and e-commerce.
SH
Web Usage Statistics
Traffic statistics for district web site
SH
Helpdesk
INTERNET
Internet Access
This service provides internal access to the internet and external access to services
such as Blackboard, EduStream hosting services and VPN etc.
Internet Usage Reporting
Reporting on all Internet usage by user, group, service, bandwidth, etc.
SH
Helpdesk
DTS
XX X
Performed in partnership with Professional Development
SH
Helpdesk
TRF
DE, AA,
Professional
Development
XX X
TRAINING SERVICES
Training for all technology
and software systems
TECHNOLOGY PROCUREMENT
SH
Helpdesk
All Sites
XX X
Purchasing new, upgrades, replacements, and retirement of old network devices and
servers.
24/7
Not applicable
All Sites
XX X
Printers, Computers, Switches, LCD Projectors, Classroom Technology
24/7
Consult with
CTS/DTS
TESS
Governance
Comittees
XX X
Computer Rotation
Purchasing new, upgrades, replacements, and retirement of old computers and
peripherals
Infrastructure Rotation
Standards for Technology
Purchases
6
Service
Description
SLA
Assistance Who Provides
Request Type
Service
CHC SBVC District
PRINTING SERVICES
The quick copy system prints copies at a high rate of copies per minute, displaying
superior quality and better efficiency compared to a standard copy machine. Pickup
and delivery of printed materials is coordinated by SBCCD Facilities Planning.
Copyright Laws require the reproduction or printing of all copyrighted material will
be done in strict compliance with appropriate laws. See Board Policy AR #3715. For
more information on copyright laws, go to the Library of Congress website: http://
www.copyright.gov/circs/circ1.html
SH
Printed
Material
DPS
CHC
XX X
Offset printing is used for projects requiring large quantities and/or superior
quality. Offset printing is normally used for reproduction work requiring color inks
and specific paper. This method involves more preparatory steps than the quick
copy method. The Printing Services Department cannot print bulk mail flyers or
envelopes without the approval of the responsibility center manager or his/her
designee. Legislative Compliance: Government Code Sections #7525, 7526, 7527,
and 7530 require that letterhead, stationary, and identification cards are identified as
representing a public agency, public entity, district, city, county, or city and county.
SH
Printed
Material
DPS
XX X
Binding
Bindery work includes: collating, stapling, folding, cutting, spiral binding, 3-hole
punch, padding and shrink wrapping.
SH
Printed
Material
DPS
XX X
Graphic Design
Graphic Specialists design printed visual communications to market and promote
the college to the public. They consult with clients to discuss and develop print
communication pieces for style, message, target audience, and functionality. The Graphic
Designer researches potential solutions, develops appropriate concepts and produces
effective communication solutions through the use of electronic technology.
SH
Printed
Material
DPS
XX X
Color Copying
Quality color copies ranging from 8 1/2 x 11 up to 11 x 17
SH
Printed
Material
DPS
CHC
XX X
Wide Format Printing
Up to 36 inch wide roll
5
Work
Days
Printed
Material
DPS
XX X
Laminating
Useful in protecting frequently used prints
5
Work
Days
Printed
Material
DPS
XX X
Newsletter
Provide graphics and printing for various clubs and departments district wide.
SH
Printed
Material
DPS
XX X
Business Cards
Provide business cards to all faculty and staff.
SH
Printed
Material
DPS
XX X
Quick Copy
Offset Printing
7
Technology and
Educational Support
Services
Glen Kuck, Ed.D.
Associate Vice-Chancellor Technology
and Educational Support Services
Colleen Leon
Administrative
Assistant I
Rosie Para
Secretary II
Phylis Mitchell
Clerical Assistant II
Jeremy Sims
Director of Technical
Services
Dennis Winters
Interim Supervisor
Printing Services
Andrew Chang
Director Administrative
Applications Systems
Wayne Bogh
Director of Campus
Technology Services
(CHC)*
Rick Hrdlicka
Director of Campus
Technology Services
(SBVC)*
Jeff Baugher
Director Alternate Text
Production Center
Distance Education
Osman Parada
Senior Technology
Suppor Specialist
Vacant
Printer Operations
Specialist
Cory Brady
Senior Programmer/
Analyst
Tracy Gray
Secretary II
Gabriel Roseli
Senior Technology
Support Specialist
Dawn Gross
Braille Production
Manager
Trelisa Glazatov
Instructional
Technology Specialist
Dennis Carmichael
Senior Technology
Support Specialist
Chris Jones
Printer Operations
Specialist
Dianna Jones
Senior Programmer/
Analyst
Gino Barabani
Senior Technology
Support Specialist
Anselmo Escobedo
Technology Support
Specialist II
Vacant
Project Analyst
Rhiannon Lares
Instructional
Technology Specialist
Laz Mascarenhas
Senior Technology
Support Specialist
Carmen Sanchez
Printer Reproduction
Operator
Mike Tran
Senior Programmer/
Analyst
Anthony White
Senior Technology
Support Specialist
Mark Byrd
Senior Technology
Support Specialist
Vacant
Senior Technology
Support Specialist
James Harris, II
Telecommunications
Specialist
Gloria Piggott
Graphics Specialist
Joyce Bond
Senior Programmer/
Analyst
Karen Mottl
Computer Technician
Craig Ferguson
Technology Support
Specialist II
Vacant
Telecommunications
Specialist
Debbie Castro
Graphics Specialist
Vacant
Senior Programmer/
Analyst
Kevin Limoges
Computer Technician
John Feist
Computer Technician
Yvette Tram
System Analyst
Shane Veloni
Senior Multimedia
Specialist
Steve Race
Senior Multimedia
Specialist
Arlene McGowan
Systems Analyst
Charlie Rahn
Multimedia Specialist
Jonathan Flaa
Multimedia Specialist
Jason Brady
Web-Developer
DyAnn Walter
User Liaison
*50% reporting relationship to College
President/VP of Administrative Services
Carol Hannon
User Liaison
Vacant
Data Analyst
8
San Bernardino Community College District
TECHNOLOGY & EDUCATIONAL
SUPPORT SERVICES
2014-2015